Manish Verma

India

I am a dedicated Senior Customer Success Specialist at K21 Academy with a strong commitment to accountability and collaboration. My organized and diligent approach ensures that I reliably meet customer needs while fostering positive relationships. I believe in the importance of pragmatism balanced with a touch of idealism to create effective solutions for our clients.

Experience

Senior Customer Success Specialist

K21Academy: Learn AI, Data & Cloud from Experts · May 2024 – Apr 2026

Not yet confirmed

• Joined as Senior CSS bringing 2 years of CS foundation — taking full ownership of the customer lifecycle across a fully global B2B & B2C portfolio spanning US, UK, Europe & APAC.
• Delivering multichannel engagement across tickets, email, live chat & voice calls (Zendesk · Dialpad · WhatsApp Business) across global time zones.
• Senior responsibilities included QBR facilitation, success plan development, health score monitoring, NPS tracking, multi-stakeholder account management & revenue retention — using Zendesk, KEAP & LeadSquared CRM.
• ▸ Sustained 95%+ CSAT globally — multichannel support via tickets, email, live chat & voice calls (Dialpad · WhatsApp Business) across US, UK, Europe & APAC.
• ▸ Boosted retention by 20% — proactive engagement frameworks, NPS-driven health score monitoring & voice-based check-in calls to at-risk accounts using KEAP & LeadSquared.
• ▸ Reduced escalation rates by 20% — real-time voice & multichannel de-escalation, shifting accounts from reactive to proactive resolution.
• ▸ Decreased churn by 10% — 60–90 day proactive outreach via calls, email & chat with targeted upsell & cross-sell interventions for at-risk accounts.
• ▸Improved Trustpilot & Google ratings by 15% — transforming bad review ticket management into a structured global reputation & customer advocacy system.
• ▸ Facilitated QBR-style business reviews with global clients — translating LMS adoption data into stakeholder-ready narratives across US, UK & APAC.
• ▸ Designed formal customer success plans with goals, milestones & health checkpoints — reducing time-to-value through customer journey mapping.
• ▸ Led VoC initiatives — collecting feedback via calls, surveys & tickets, driving improvements through cross-functional collaboration.
• ▸ Drove revenue growth via upsell & cross-sell — owning expansion revenue conversations during renewal cycles & QBR reviews.

K

Senior Customer Success Specialist

K21 Academy · May 2024 – Apr 2026

Not yet confirmed

• Onboarded new customers and enhanced their understanding of platform features.
• Managed 100-150 customer interactions weekly, achieving 90% first-contact resolution.
• Decreased escalation rates by 20% through proactive problem-solving.
• Identified upsell opportunities, enhancing customer engagement by 15-20%.
• Collaborated with technical, sales, and training teams to improve service delivery.

Customer Success Executive | Post-Sales Support (EdTech)

Intellipaat · Jul 2022 – May 2024

Not yet confirmed

• Started my CS journey managing post-sales support for national B2C and some global B2B learner accounts.
• Built skills progressively - from core ticket management, CSAT & NPS ownership to independently handling escalations, refund & compensation cases, bad review tickets, and reputation management on Trustpilot & Google.
• Delivered multichannel support across tickets (Zoho Desk), email, live chat, and voice calls (Calling Hippo · WhatsApp Business) — managing the full customer lifecycle from onboarding to retention using Zoho Desk and Zoho CRM for tracking, with growing responsibilities in upsell & cross-sell, VoC collection, and cross-functional collaboration with tutors, course teams & sales.
• ▸ Maintained 95% CSAT across 150–200 weekly tickets via Zoho Desk - Multichannel support across tickets, LMS, email, live chat & voice calls (Calling Hippo) - with 24–48hr response times & strong FCR focus.
• ▸ Reduced escalation rates by 20% - through structured troubleshooting, root cause analysis & proactive resolution before issues reached critical levels.
• ▸ Managed 15–20 monthly refund & compensation cases — reducing related escalations by 15% by resolving root causes & retaining at-risk customers.
• ▸ Improved Trustpilot & Google ratings by 10% — handling bad review tickets personally & building early customer advocacy skills.
• ▸ Contributed to 15% learner retention improvement — through personalised success plan approaches for at-risk accounts & proactive re-engagement before churn occurred.
• ▸ Generated 10% upsell conversion — identifying programme upgrade opportunities through cross-sell conversations during support interactions.
• ▸ Supported LMS product adoption — guiding learners through milestones & reducing time-to-value through proactive onboarding support.
• ▸ Collected & relayed VoC insights to course & product teams — driving curriculum improvements through cross-functional collaboration.

Customer Success Executive

Intellipaat · Jul 2022 – May 2024

Not yet confirmed

• Managed customer onboarding and multichannel support.
• Reduced escalation rates by 20% through prompt issue resolution.
• Improved online ratings by 10% by addressing customer feedback.
• Increased customer retention by 15% through continuous customer engagement.
• Worked with cross-functional teams to resolve technical and service issues.

Sales Executive

IFORTIS WORLDWIDE™ · May 2021 – Jul 2021

Not yet confirmed

• Short-term sales internship during MBA.
• Led social media campaigns achieving a 20% surge in engagement metrics & 30% growth in participation through strategic influencer partnerships and targeted content creation.